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Google is testing a new feature that will call a business on your behalf, wait on hold, and then call you once a live representative is available, the company confirmed to TechCrunch. The new feature, called “Talk to a Live Representative,” would eliminate the need for users to wait countless minutes, and sometimes hours, to listen to music on hold while trying to connect with a representative. customer service.
The company says the feature is now available in English to people in the United States who joined Search Labs, its program for users to experiment with early-stage Google search experiences, and participated in the experiment Talk to a Live Rep. It works on the Google app for Android and iOS, as well as Chrome on desktop.
The news was first reported by 9to5Google.
Although Talk to a Live Rep is similar to the Pixel’s “Hold for Me” feature, Google says there are some differences, noting that while some underlying technologies are the same, Talk to a Live Rep goes even further far. With Talk to a Live Rep, Google’s systems will navigate the phone tree for you, then call you back when a customer service agent is available. Hold for Me can only be activated when you are already on hold and waiting for customer service to take your call.
Additionally, while Hold for Me is only supported on Pixel phones, Talk to a live Rep is available on all devices. Plus, since Talk to a Live Rep asks you the reason for the call, the customer service representative will already know why you’re calling the company, removing another step from the process.
Some companies already offer a call back option where you call them, secure your place in line, and then receive a call back when a representative is available. Speak to a live representative who proactively calls the company on your behalf, saving you the hassle of activating the entire process yourself. With Talk to a Live Representative, you simply pick up your phone when the company is available to speak with you.
When you search for a company’s customer support number, Google will display a “Request a Call” button if the company is supported. From there you can select the reason for your call. Google will then text you updates on its progress and then call you once a customer representative is available to speak with you.
This feature is currently available to a handful of airlines, telecommunications companies, retailers, insurance companies, and other services. Supported companies include Alaska Airlines, Delta Airlines, JetBlue, Best Buy, Costco, Walmart, Boost Mobile, Samsung, ADT, Instacart, UPS, Zelle, State Farm and more.
As with any other experimental feature, it’s unclear when Talk to a Live Rep will reach a wider audience.
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